The Ultimate Guide to Omnichannel
A curated Australian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
Australian Omnichannel News
Regional stories with direct local relevance
Guzman y Gomez launches Apple CarPlay ordering in Australia
It could speed repeat purchases for drivers by letting them order, pay and earn loyalty points without touching a phone.
Australian firms roll back AI agents over governance
Governance failures have forced most Australian enterprises to pull back customer-facing AI agents, even as spending plans and deployments keep rising.
Customers lose trust in AI in regulated industries
Consumer patience is thinning, with Australian customers most likely to walk away when poor communications or clumsy data capture erode trust.
Kevin Murphy lifts Amazon Australia revenue by 141%
The move helped curb unauthorised sellers and win first-time shoppers, as unit sales jumped 115% quarter on quarter within four months.
Gen Z Australians shift product searches to social
Social feeds and AI now drive discovery for most young Australians, leaving Google first choice for just 26% of Gen Z shoppers.
Australian retailers lag AI ambitions as data gaps bite
Only 10% of retailers say they can deliver personalisation at scale, as fragmented data and systems slow Australia's AI push.
Analyst Insights
Research and market analysis connected to Omnichannel
Customers lose trust in AI in regulated industries
Proximus Global rises to Gartner CPaaS leaders group
Kore.ai launches Artemis AI platform on Microsoft Azure
Infobip study finds CX investment gap in global brands
Temenos named Forrester leader in digital banking tech
Expert Columns
What separates the personalisation leaders in media and entertainment?
Navigating data challenges in China's E-commerce market
Creating a more resilient, agile retail organisation
Amperity martech leader reveals 'secret sauce' to marketing in the moment
First-party data is the new oil: Why Australian businesses can't afford to wait
Why frontline mobility is becoming an operational intelligence layer
The growing gap between businesses that use tech well and those that don't
5 mobile-first strategies to ensure contact data quality
Points, personalisation and innovation: How industry leaders are redefining loyalty
Does data define the retail winners and losers in 2026?
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
Lottery Corporation names three executives in Brisbane
The Brisbane-based operator is boosting digital and brand capabilities as it pushes to meet rising customer use of online channels.
Creating a more resilient, agile retail organisation
Retailers are using category management to cut waste, avoid empty shelves and respond faster to cost-of-living pressures and supply shocks.
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Retailers risk losing sales as shoppers expect offers and recommendations to update instantly, not hours after they signal intent.
First-party data is the new oil: Why Australian businesses can't afford to wait
Privacy rules and browser changes are forcing Australian businesses to rebuild marketing around consented customer records before performance drops further.
Australian businesses embrace social selling, PayPal says
Social platforms now account for 11% of online sales in Australia, with smaller firms driving a rapid shift to direct digital storefronts.
The growing gap between businesses that use tech well and those that don't
Businesses that fail to turn data, automation and integration into action risk slower growth, missed leads and weaker customer experiences.
Australia Post buys Rendr to speed same-day delivery
The deal gives retailers broader same-day and on-demand options, as Australia Post extends reach to almost 90% of the population.
P&N Group unifies bank service with Genesys, Salesforce
Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.
Does data define the retail winners and losers in 2026?
Australian retailers face rising insolvencies and online giants; those failing to harness delivery data risk becoming 2026's biggest losers.
True Protein taps NetSuite to streamline rapid growth
True Protein adopts Oracle NetSuite to replace spreadsheets, cutting month-end close to three days and centralising operations for growth.
Retailers warned: identity gaps blunt AI personalisation
Amperity warns identity gaps and flat budgets mean AI-led retail personalisation remains generic, missing high-intent moments for shoppers.
Crazy John's collapse: Market change and strategic missteps
From suburban upstart to shuttered chain, Crazy John's rise and fall charts how carriers and online sales rewrote Australia's mobile market.
AI, unified commerce to reshape Australian retail by 2026
AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.
Fluent Commerce raises AUD $46m to fuel AI expansion
Fluent Commerce secures AUD $46m from Bain Capital to accelerate AI product development and global expansion of its order management platform.
JB Hi-Fi launches consumer electronics retail media network
JB Hi-Fi teams with Retail MediaWorks to launch Australia's first consumer electronics-focused retail media network across its 207-store empire.
Security tops 2026 tech spend for Australian retailers
Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.
Calabrio unveils unified view for human & AI agents
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
Australian retailers lead in customer service as eyewear excels
Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.
Shopfully appoints Blake Wright to boost Australian retail media
Shopfully appoints Blake Wright as Sales Director in Australia to expand its retail media presence and drive growth across digital and omnichannel platforms.
Qualtrics study reveals just 7% of Aussie execs want to lead in AI use for CX
Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.